How to simplify live chat integration in your online store

How fast and how good an answer a customer gets is what decides whether they buy from you or not. If you do not have live chat on your site, now may be the time to change that.

The e-commerce platform FastCentrik can make it considerably easier. Integrating tools such as Smartsupp is simple there and you can manage it in a few minutes.

According to research by eDigital's Customer Service Benchmark, live chat is the first choice for 73 % of customers. They prefer it over the phone and email mainly because of the shorter response time – one agent can handle several questions at once on live chat.

Live chat can raise sales and the average order value by 30 %

Live chat can have a significant effect on your revenue and your conversion rate. According to an OpenCart study from 2020, visitors who wrote on live chat spend up to 12 times more time on your site.

But let us look at the stories of specific Smartsupp customers who use live chat.

• AAA AUTO: AAA AUTO's main goal was to win new enquiries and build a highly converting channel. Smartsupp products currently bring 900 car sales and 7,200 new contacts a month. The conversion rate of live chat from obtaining a contact reaches 10 %, which is five times the conversion rate of a web form.

• InSportLine: The conversion rate of customers who talked to support on live chat is 724 % higher than that of an average customer. On top of that, the average order value of visitors who used chat is 2.3 times a regular order.

• Breno: 3.1 % of visitors who use live chat generate 10.8 % of the store's total revenue, because their average order value is 30 % higher and their conversion rate 169 % higher than the average.

Setting up live chat with FastCentrik: how to start?

If your store runs on the FastCentrik platform, or any other e-commerce platform with a Smartsupp integration, implementing live chat is easy and brings fast results. You get:

• A simple integration that takes only a few minutes: live chat can be connected directly to your platform, with no coding and no complicated setup.

• Access to chatbots, AI and automation tools: live chat combines easily with other Smartsupp tools such as the AI shopping assistant for even more effective support.

• A connection to WhatsApp, Messenger and email – so that you can read and answer customer questions from different channels in one place.

• An analysis of customer behaviour: track what your customers are interested in and how your individual agents are doing.

👉 How do you set it all up step by step? Take a look at the FastCentrik manual.

So if you want your store to grow and win satisfied customers, implementing live chat is a step in the right direction.